Senior Director, Account Management

Northwell•Village of New Hyde Park, NY

22h

About The Position

Leads the account management function and team for Northwell Direct's employer clients, to drive revenue retention, client satisfaction, and product cross-selling opportunity. Defines client engagement strategy and processes. Partners closely with Sales, Operations, Clinical, Business Intelligence, and Finance, and mentors a team of account leaders to deliver best-in-class benefits adoption, on-site clinic and occupational health solutions, and wellness programs that measurably improve client outcomes. Northwell Direct is one of the country’s fastest growing healthcare companies that specializes in cost containment through a narrow, high-performance Network, as well as At Work clinical and administrative services that allow employers to keep their employees healthy and increase productivity. Northwell Health launched Northwell Direct to engage directly with private and public employers to provide a customizable suite of services that keeps their workforce and customers healthy while improving productivity and bending the cost curve. Clients benefit from Northwell Direct because of our integration with a high performing network of providers, our ability to tailor programs to the needs of their workforce, and our experience providing high-quality, convenient, and cost-effective care.

Requirements

Bachelor’s degree required; advanced degree (MBA, MHA, MPH) preferred.
8-12 years of client-facing experience with at least 5 years in account management, customer success or client operations supporting employer health plans.
7+ years in a senior leadership role (Director or above) with demonstrated experience building and scaling teams.

Responsibilities

Set the strategic direction for account management, establishing goals for retention, net revenue retention, upsell/expansion, and customer satisfaction.
Build, hire, coach and develop a high-performing account management team; define roles, career paths, quotas and performance metrics.
Own key enterprise client relationships and serve as escalation point for complex issues, contract renewals and executive-level negotiations.
Partner with the Sales team to design and operationalize handoffs, renewal strategies, and expansion plays; jointly drive account plans for target clients.
Collaborate with Operations, Clinical, Business Intelligence, and Finance teams to ensure successful onboarding, adoption, utilization and outcomes measurement for employer health offerings across network, care management, and healthcare service offerings.
Implement repeatable processes, playbooks, and tooling to scale account operations and improve team productivity.
In partnership with the Operations vertical, establish KPIs and use data and analytics to monitor account health, identify at-risk clients, prioritize interventions and measure program ROI for clients and the company.
Lead renewal and pricing strategy discussions with Finance and Legal; ensure contracts comply with internal requirements and client expectations.
Drive client-facing education and enablement initiatives, including executive presentations, group events, and HR/broker training.
Represent the company externally at industry events and with broker partners to maintain credibility and support business development.
Foster a customer-centric culture that emphasizes value realization, proactive problem solving and cross-functional collaboration.
Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.